Facilities Coordinator (Helpdesk) - #1117660

This role involves working on rotating shifts (AM or PM). 5-day work week; Rest days may be scheduled on weekdays.

Job Summary:

We are seeking a responsible and service-oriented Facilities Coordinator (Helpdesk) to manage feedback, service requests, and incident reports related to building and facilities operations. This role acts as the first point of contact for users, ensuring timely coordination with the relevant teams to address and resolve issues effectively.

Key Responsibilities:

• Operate the facilities helpdesk to receive, log, track, and manage all user feedback, service requests, and issues via phone, email, WhatsApp, Telegram, chatbot, or other platforms.

• Route urgent issues such as faults, defects, breakdowns, and emergencies to the appropriate maintenance staff or contractors.

• Provide regular updates and closure on feedback to users, ensuring clear communication on actions taken and resolution timelines.

• Manage requests and responses related to:
  General services and event support
  Faults, complaints, and maintenance-related issues
  Temporary service adjustments
  Emergency incidents and alarm monitoring

• Maintain accurate records of all reported issues in the Computerised Maintenance Management System (CMMS) or equivalent platforms.

• Categorise and prioritise feedback based on service level agreements and urgency.

• Prepare and submit monthly reports on service requests, complaints, incidents, and resolutions.

Requirements:

• Prior experience in helpdesk, customer service, or facilities coordination roles is preferred.

• Good communication and interpersonal skills, with the ability to handle inquiries professionally.

• Able to multitask, stay organised, and manage follow-ups effectively.

• Basic knowledge of building services or facilities operations is an advantage.

• Familiarity with CMMS or other ticketing systems is a plus.